If your email account gets compromised and a hacker decides to send tons of spam from your mailbox, your account will get suspended to prevent further abuse.
We have a mechanism in place that senses of any abuse and suspends the account to protect the sending reputation of your domain name.
If that happens and you get a support notice from us, please do the following:
1. Change the mailbox password to a more secure password from a machine where the account is not currently set up on or has been used with webmail. This will help protect your account from unauthorized access.
Make sure the new password is as different from your old password as possible. Use a non-trivial word or something not easy to figure out with upper and lower case letters as well as numbers and symbols ($, *, &, !, etc.).
*VERY IMPORTANT!: you must use a new password that you have never used before, especially if you have used that same password on multiple sites/accounts/logins before or currently! The logic is that if the hacker managed to obtain one password, then they can access more than one account which may include more sensitive things than this email account, such as online banking.
2. Run virus and anti-malware/spyware scans on all machines where this account is set up on (yes, even MAC's -it's rare, but it does happen, especially with their popularity increasing. More and more viruses are being created specifically for them these days) or has been used with
webmail. Virus and anti-malware/spyware scans search for any spyware, viruses or other malware that may have found their way onto your computer.
For MAC's you can use the free AntiVirus from www.avast.com
Make sure you have a recent version of antivirus/anti-malware/anti-spyware software installed on all computers and run those scans frequently. Most large scale malware infections happen due to exploits that already have a fix available. A device which is running the latest patches to the operating system and a current anti-virus package is less likely to get infected.
If you get this error when sending mail after you make sure that your PC is clean and the account enabled:
"550 Your message has been rejected because you have been detected sending spam"
this means that an email that you are sending is still matching the abusive mail that you were trying to send, or of same or very similar content or possibly spammy in nature and is being blocked to curtail this activity.
After 24hrs of a cessation of the initial violation detection, the system will release the
restrictions; but if the activity is detected again, the situation will revert back. So please make sure to limit such activity as described above with regards to same/similar messages or spammy messages to multiple recipients during this 24 hour period.
If you feel that perhaps a particular message could have triggered this event (a message which meets the criterion outlined by our AUP) is legitimate and is found to have been marked as spam, please allow us to take a look at those messages by submitting them to us in the ticket.
To ensure an accurate diagnosis, you’ll need to either get the message in an attachment format (such as when you “forward as an attachment” with Exchange accounts) or as an export to zip from webmail when using PracticalHost EnsureMail accounts.
After analysis, if the message is found to be non-spammy, we can advance towards further actions to help mitigate the issue for you. Please note: safelisting your own domain or users will not have an effect on this situation with regards to mail sent by your users internally or to external recipients.